By Muhammad Erfan Sefor Rahman (erfan@might.org.my)
In stakeholder management, one rule never changes: relationships matter. Customers, employees, partners, regulators, and communities all shape an organisation’s success. Strong engagement builds trust, while weak engagement can damage reputations overnight. In today’s fast-paced and interconnected world, keeping up with so many voices is challenging. This is where Artificial Intelligence (AI) is changing the game — not by replacing human connection, but by making it smarter, faster and more meaningful.
Listening at Scale
AI’s greatest strength lies in its ability to process large amounts of information quickly. Traditional feedback methods — like surveys or interviews — are useful, but slow and can overlook subtle signals. AI can scan thousands of emails, online reviews, or social media posts in real time, detecting patterns in tone, language and sentiment. For example, when customers start raising concerns about a product online, AI-powered sentiment analysis can flag this instantly. This not only alerts
